The City of Ekurhuleni has observed that some residents who are using the recently launched My Ekurhuleni App to log service queries are inputting incorrect information.
According to metro spokesperson, Themba Gadebe, this results in prolonged times to resolve queries and at times non response as dispatched officials cannot find the location for which the queries would have been logged.
“This results in waste of public resources and backlog on other queries,” said Gadebe.
“To avoid sitting with unresolved service interruption issues, when logging a call especially when using the My Ekurhuleni App, users are encouraged to ensure that the location functionality on their phones is always on and they should click on the ‘current location’.
“However, those who might be logging a call for home while they are at work for an example, need to ensure that they enter the correct home address.”
He said the My Ekurhuleni App is the first services App that encompasses all key local government services such as making burial site requests, reporting potholes, locating municipal and state facilities and the City’s contact directory.
“To benefit from the real-time two-way communication engagement platform specifically designed with Ekurhuleni citizens in mind, residents need to report correctly for the City to adequately resolve service delivery issues, from burst water pipes to power outages,” MMC for Finance and Economic Development Doctor Xhakaza said.
Gadebe said those who have not yet downloaded the App are encouraged to do so.
“This will enable a resident to have the City at their finger tips by navigating any information imaginable at their convenience.”
Citizens with basic and feature phones are also able to use their mobile devices to report service delivery issues via a USSD (*134*30263) option at no cost and those using smartphones can log queries through the mobile app at minimal data costs as the App is light on data charges.
Gadebe reminded that the My Ekurhuleni App, which promises to reduce high caller volumes at the call centre when residents optimally use it, does not replace the already existing reporting methods such as walk-ins and call centre.
The following reporting channels can also be used:
- Free SMS: 30263
- Call centre: 086 0543 000
- USSD *134*30263
- Email: [email protected]